Episode 22: Gareth van Wyk of Rovos Rail

[00:00:00] Hello and welcome to Journeys Profile Podcast. Today we're meeting Gareth van Wyk of Rovos Rail. Gareth van Wyk, you're very welcome. Hi Ewan, thank you for having me on today. It's a great pleasure. Great to have you Gareth and great to find out more about Rovos Rail. Before we ask you more about the organization, can we get a bit of a background on you Gareth? Tell us about you. Sure, thank you. So I've been with the company for about 10 years, but prior to that, I've got a marketing background and hospitality background.

[00:00:27] So it's taken to some really exciting opportunities to work with some charities within Southern Africa, as well as the FIFA World Cup back in 2010. But funny enough, Rovos Rail was actually my first hospitality job when I worked as an intern back in 2010 as well. Oh, no, look, we need to know a little bit more about that then. Were you looking for, you know, was hospitality a key driver for you then, Gareth? And how did you discover Rovos Rail?

[00:00:55] Well, great questions. I think after pursuing a marketing degree, I didn't see myself climbing a corporate ladder and I wanted to continue traveling. My father was a diplomat in South Africa and through my entire childhood, I've traveled around the world following his career. And I think that's what probably drew me to the industry. And through very fortunate opportunities to travel, I looked at hospitality. I thought this is great. I can go back and study some more, which I love doing.

[00:01:21] And I spent three more years and Rovos Rail landed up on my doorstep at 99. So after our three years, we had to do a practical of such. And with the practical, we had to go and work in the industry. And Rovos Rail offered three month contracts where you could come and get some industry experience. And this was awesome because not only did you get to work and get experience, but you could travel on the train.

[00:01:45] And that was fantastic. So I did train trips to Victoria Falls and Cape Town, Namibia, Dar es Salaam in various roles within my three month contract. And I even spent some time in Cape Town. We have two seaside retreats. We also have a third property, which is now rented out on a long term basis. But at the time we were looking at opening that up and perhaps making that our third offering.

[00:02:09] But yeah, I've been there, done that with Rovos and very excited to be in the role of sales and marketing manager for the UK and European markets, because it's a beautiful product and I get to share some great insights from the UK where I live and send our customers to Southern Africa, not just to experience the train, but our beautiful country, which I support as well. There we go. What a super overview of you, Gareth. And we're getting some good insights into Rovos Rail already.

[00:02:36] But can we get a bit more of a boilerplate for me then, Gareth? Tell us, most people I think listening will definitely have a good overview of Rovos Rail in general. But just for those that don't, give us an overview of the organization. Well, we started in 1989 with the idea of taking the family and by the family, the Rovos family around a caravan-style holiday. So Rovos, the founder, he's an engineer by trade and yeah,

[00:03:04] he wanted to take his family around with these locomotives that he acquired and coaches. And once he had procured them and refurbished them, he went to the authorities with the idea that he could just simply get a license. And I'm sure you can understand that that is not the case. There's great planning, health and safety, as well as the fact it is astronomically expensive to run your own train in a private capacity. So someone jokingly said, oh, you should sell some tickets. And that got him thinking. So you must bear in mind that this was at an extremely difficult time.

[00:03:33] 1989 South Africa was still going through apartheid. And people were not looking to support a country like South Africa. So it was through great determination and grit that Rovos went around the world, knocking on doors and asking people to come and travel. And we launched our first train in 1989 with tourists from a few countries around the world, predominantly the UK. And very proud today that with that initiative, today we stand as the largest luxury family and railway company.

[00:04:01] We have roughly six trains, not roughly. We definitely have six trains and no more. So six trains, we go on roughly 200 departures year on year. And yeah, it is a great way to get around and see the world with the main idea of disconnect. What we are offering is completely different to anyone else. We want our customers to come take back this bygone era because on board our train, we have no radio, no television, no Wi-Fi.

[00:04:30] So what we like to do is encourage the customers to engage in good conversation, take in that glass of wine while they are enjoying the scenery as it passes you by. So this bygone era, it's not something that a lot of people sign up to today. But for us, we are very pleased about it. And we have a huge repeat client base because people come back and they fall in love. They do one journey. We have 11, by the way. Some as short as two nights and some as long as 16 nights.

[00:04:59] So something for everyone, whether they're looking at creating an extension to a safari and a Cape Town based holiday, or if they're looking for an all-inclusive, dare I say it, the best of South Africa going from Pretoria to Cape Town via KwaZulu Natal and the Kruger National Park, going to Brunfontein, the City of Roses, and then down to the garden routes and ending off in the wild lands in Cape Town. We have it all. Goodness me, Gareth. That sounds absolutely phenomenal.

[00:05:27] Can I ask you just a little bit more then about the experience for customers? You've given us a hint of that there. Would you say a little bit more about that? So when a customer arrives at Rovus, they can arrive at a multitude of destinations. Because we travel to 10 different countries on the sub-Saharan continents, not all of them would depart from our own private station. But I would say that is the gem, the heartbeat of our product. So either beginning or ending predominantly in Pretoria.

[00:05:56] And we arrive at the 60 acre property. It's red carpet service. It's the only private railway station that I know of in the world. And the guests, they check in, they tick a few boxes, and then the next time they see their luggage will be in their suites. Once they've relaxed and had some bubbles, there'll be an opportunity to go on a side tour. On the 60 acre property, they can see how we overhaul these coaches. It takes us roughly three months to overhaul a coach,

[00:06:25] but they are constantly being maintained. We build our own mattresses. We have our own upholstery department. Obviously the kitchen, the preparation is a huge part of the experience. And a lot of that is done at the station before the train even departs. The beverage department, the laundry, they can see all of that. And then at the end, it takes roughly about 30 to 45 minutes. And at the end, they can go and visit a railway museum, not just dedicated to Rovos Rail history, but also South African Rail.

[00:06:52] So it's a great experience just to give them a better understanding that this sort of product, it's not designed around a Borgian table. It's designed around a dinner table. And that's the message that I want people to understand, that when they come to a product like Rovos Rail, it's very personal. You know, the owner of Rowan Foss, he will read every single comment sheet from his customers. He wants to know what they're saying. And through reading those comment sheets, it allows us to understand what they're looking for as well.

[00:07:18] For example, we've been famous for the fact that we could open our windows in the coaches. And some of the guests said, well, that is fantastic. But we're in Africa and this air con is on for the most of the time during summer. So it would be lovely if we can have bigger windows. So we've listened. And now with our Deluxe and Royal Coaches, we're overhauling them to have these big, large windows with a nice dark form to give a little extra layer of privacy when we travel through public platforms.

[00:07:45] And with that, it's also done a bit of reduction in the noise element. Now, noise is an important part in the train. You can't come to the train if you didn't expect to have any noise. There will be noise. The train's moving for the most part. You know, in the evenings, we aim to stop the train for about four hours. But if we're running late, we will use that time to catch up. So all of those elements get factored in. And Rowan Foss, like I said, he takes them all in and we address them and look for improvements.

[00:08:12] Now, you, I think you gave us some hints there about how travel buyers listening might consider to include or focus around RoboSRail. Can you give us some examples of, you know, how travel buyers should be thinking about working with Rovos Rail? Are you integrating it in, if it's not a single approach? As you say, you can be tacked on. It can be the start. It could be the middle. Or like, can you say some more about that, Garret? Sure.

[00:08:41] But before we get to the train itself, it's understanding how they can get to the train. So with our products, you know, depending on where the agents are coming from, they can work with local tour operators. We have DMCs in South Africa that we work with. We have a few direct relationships, but I would say for the most part, more than 95% of our relationships are worked through tour operators and DMCs because South Africa is a difficult place to get to.

[00:09:07] So by working with your partner, you can address the transfers, the flights, packaging the entire product. So that's for the most part, the customer when they're looking at it, they're saying, aha, that's fantastic. That's the price. That's the date. I'm happy. I don't have to worry about packaging that all myself. They can do that that way. Gareth, could you talk about the train and the guest experience here? Could you give us an example of that process? So, you know, your travel agent has booked you.

[00:09:36] You've got yourself to the station. You're on the train. Can you say more about the what's the experience like? So once the train departs, the guests have some time to unwind in their suites. We ask them to remain in their cabin. We call them suites, but often with the cruise sector, we also get referred to as suites or cabins. The guests can stay in the room for roughly 30 minutes while they unpack and the hostess or the butler will come around just to do a room explanation and a briefing on the room.

[00:10:06] Now, this is important beyond the health and safety elements, just to familiarize themselves with the room. Even if they are one of our VP clients, we love to do that. And they can also meet their hostess or their butler. If the client is notified any dietary requirements, we will also introduce the chef and a dining car staff member in their suites. And they will go through the menu in its entirety. Now, this is a good opportunity because their partner that's traveling with them might not have notified us of any dietary requirements.

[00:10:33] However, if they see something on the menu that they don't quite like, they can let us know. And we can always make sure that in advance that is ready. Now, in saying that, we will always have an alternative available, a white meat or a vegetarian, irrespective of that. But yeah, after that, they are free to explore the train. Now, the train is nearly half a kilometer in length. So there is ample space. That's a full train that accommodates 72 passengers.

[00:11:02] Our train is also modular. So if we do not have or rather if we have a smaller capacity, we will then make our train to accommodate that train, which also enhances the comfort of the guest experience. So they can enjoy the train. We have the observation car at the back of the train, which is an open air deck. It's a lovely space to relax and unwind, whether you're just looking to get the air in your hair or if you're an aspiring photographer, there's no windows to obstruct your view.

[00:11:30] Beyond that, we have at least one other lounge car, which is located in the middle of the train. And we also have two dining cars. Our dining experience is a single seated experience. So for lunch and dinner, we were in a gong and all the guests can come and join us in one seating. Breakfast, of course, seven till 10, come as you like. There's no gong for that. But yeah, for lunch and dinner, it's a set menu, a four course meal with some of the best South African wines paid with our meals.

[00:12:00] So this experience gives you the opportunity to, yeah, perhaps have a European menu, but all of it will have an African twist. We want to share the flavors of the areas that we are traveling through. And what better way to do that than to pair it with some of the best single vineyard estate wines? Obviously, if we have guests that don't drink alcohol, we do have quite an extensive non-alcoholic list as well. But yeah, there's no check change in price that comes up quite often with agents. They say, well, my client doesn't drink alcohol.

[00:12:30] I can assure you the alcohol consumption is not our highest cost. It is the train running cost. So there is no difference in that at all. But now beyond that, I've mentioned we don't have any technology. So people will say, well, what do the guests do on board? Well, the train is the destination. Whether you've come for the extension or you've come for a full long experience, people come to just enjoy this bygone era and take in the scenery. And beyond that, we will have magazines, newspapers.

[00:13:01] We will print newspapers on a daily basis. We have a few libraries on board the train. There's this dedicated smoking carriage if anyone is so inclined. And then outside of that, on alternative days, we have the opportunity to get off and explore. Think of it like a ship. When we get to port, we will take you in. Unlike the ship, there's not a menu of options that you can choose from. And buy. It is an all-inclusive experience. So we will take you on this adventure. Some of them are walking tours.

[00:13:28] Some of them are city tours or cultural tours with a professional guide. We play golf on two of our trips, which are escorted by PGA Pro. So you don't have to touch your golf bag when you arrive at the course. There's your bag on the back of the buggy with your name on it and some refreshments. And off you can go. Of course, coming to South Africa or Southern Africa, we have the opportunity for safari. For the most part, another popular question is what type of vehicles do we use? How long are the guests off? What do they need to bring?

[00:13:56] So I would say that the guests are probably off for about four hours. And the time of day can vary depending on the running times of the train. But we try and aim for a morning game drive experience or an evening game drive experience to enhance the possibility of seeing animals. And yeah, that's the safari elements over there. Absolutely phenomenal.

[00:14:17] Now, I wonder, Gareth, what is your message to agents and travel buyers listening who perhaps are a little bit new to you? They know the organization. They've heard of it. They've seen they've seen this. But what's your message to them who are they're thinking about suggesting this to many of their clients? I think we'd like to hear your view.

[00:14:41] Well, if agents are looking at something like this, I mean, there's a multitude of ways of booking our train. There is a limited number of departures. Although I mentioned earlier, there's 200 year on year. There's limited departures that I would say the train needs to be the linchpin in your planning. So if you are thinking about it, we have access. It doesn't matter who you're booking through. We have tools that you can utilize to access our availability.

[00:15:07] And you can see exactly when we have departures and the availability thereof. And then communicating that with your customer base. Our departures are held for two weeks without asking for a deposit. So that gives you enough time to make a decision with your booking and get it all planned together. So I would say that would be the best way of doing that. And what's the right way for buyers to engage with you and the team? Do they reach out to you? How do they connect with you?

[00:15:36] So working direct, we have a reservations team both in Pretoria, the capital, as well as in Cape Town. So they can reach out to our team. We have a dedicated reservations email address and then it gets managed accordingly. But beyond that, as I've said formally, we have the opportunity to connect with your partners. You have the tour operators and D&C partners as well. And regarding Journeys, Gareth, what's been your experience of Journeys?

[00:16:02] So I did my first experience with Journeys in April this year, and it was nothing less than phenomenal. I got to meet some lovely people from around the world and share some insights about our product. But beyond the meetings, what I really enjoyed was the Meet Fam Way, as I think Michaela calls it, where we get to go out and experience things.

[00:16:25] You know, we had the Verona Opera that was at a venue and it was just mind blowing that they had this performance prepared just for us. And we got to share it with the agents as well. We went to the Hard Rock Cafe and we had a dinner there, which was also just phenomenal. See some iconic heritage. And with that, I think you are forming partnerships. You see similarities.

[00:16:50] I think the message here is that a lot of us can communicate irrespective of our language through music and art. And that was just very memorable for me in the city of London. So that was wonderful. Good feedback, Gareth. Good feedback. Thank you. Now, we can't let you go, Gareth, without asking about your own travel experiences and preferences. So we're not putting you too much in the spot. I'll go through the questions for us. The first one we want to ask you is about your undiscovered gem. It didn't travel.

[00:17:18] Then we'd like to ask about your favorite hotel, then your favorite city and your perfect vacation. So if I can give you question one here on Gareth, what's an undiscovered gem, Gareth? I have to relate it to the train because I think it's so unique and a lot of people might miss it. Now, we have our shortest journey is two nights. It's from Pretoria to Durban or vice versa. And with that are three tours.

[00:17:44] Now, the one tour in particular, it is a hidden gem because it's a malaria free game drive, which has the big five. And it is located in KwaZulu-Natal. And the reserve is called Medique. Now, we go off on our vehicles. We take 10 seater vehicles. We only put six passengers in the vehicle. So it's a little bit more intimate. And this reserve is just so phenomenal. The fauna, flora, it's totally different to what you would have seen if you were in the Kruger or in another location.

[00:18:14] So that for me, I would say would be a fantastic hidden gem. Very nice. Very nice. Now then, Gareth, what's your favorite hotel? I'm so sorry, but this is South African related again. I've got to be biased here. Sorry. But, and I'll explain why. Last year, I took my son on his first private game drive experience. So we went to Pinder Reserve in KwaZulu-Natal. We had a fantastic game ranger and tracker as well.

[00:18:44] And in between the amazing sightings that we saw, the game ranger, he took it upon himself to offer my son a personal experience. He took him fishing. He invited him into the ranger's room where they got to play Xbox. My son is seven. And I just found that this was such an immersive experience that was way beyond the safari. When you get there at Pinder Forest, they give you a kid's guide and, you know, tracking and a little coloring book. And it's so personalized. It's just was absolutely phenomenal.

[00:19:13] So I've got to say that that's got to be up there. That's the and beyond group. And as the name suggests it, they go beyond. There we go. There we go. Favorite city, Gareth? I've got to think about that. I've been to so many. I'll cut that off, please. But I've got to think about it. My favorite city. I've got to say Munich. I love Munich. I love going to Marienplatz. I love skiing culture.

[00:19:40] So that's going to be one of my favorite spots, either before skiing holiday or after. And then going to Marienplatz, having a vice beer and listening to the beautiful music that comes out in the theater. There we go, Gareth. I like that. Okay, then the final question for you, Gareth, and you may have hinted there earlier, but what's your perfect vacation look like? My perfect vacation is anything that involves some golf. My wife and I, we both enjoy playing golf.

[00:20:09] Don't ask me the handicap, because I'm going to tell you the handicap is golf. That's the opportunity. But sunshine, freshly cut grass, and good company, good views, I would say would be my favorites. We have a holiday home in White River, and we like to frequently visit some of the golf courses in that area. And we have one nearby, which is called Leopard Creek, which is probably the number one course in the country, depending on the year.

[00:20:34] And here you have the opportunity to see some game right from the course and play in what I would say is South Africa's Augusta. It's our St. Andrews, and it just is one of the most pristine courses in the world. So my holiday involves golf, and that's my perfect location. There we go. There we go. Gareth, just before you go, how do people contact you? What's the right way of getting in touch? The best way to contact me is on email, also on LinkedIn.

[00:21:02] So I will share those with you, and yeah, I look forward to connecting. Gareth, thank you so much for taking the time. My pleasure, Ian.